Passport Support Associate III

Passport Support Associate III

Location:

Seattle, Washington, United States

CGI Federal is looking for experienced professionals to join our team as Support Associates at the Seattle Passport Agency. The ideal candidates should possess excellent communication skills, have experience working with customers in a front‑facing capacity, and have the ability to work as a team in a fast‑paced environment. This position is located in our Walnut Creek, CA office with work performed at the client site in Seattle, WA.

• Operate various equipment for high‑speed scanning, mail out, and metering of mail.
• Prepare and mail envelopes with correct passport and corresponding supporting documents.
• Box and archive files for storage purposes.
• Interface with passport applicants at Agency/Center Information and Will‑Call counters:
  • At the Information Station, ensure appointments are scheduled.
  • Review passport application, photograph, identification and supporting documentation for completeness prior to adjudication.
  • Ensure the application and documents comply with Passport requirements, the photograph meets Passport standards, and the customer is provided fee information.
• Prior to distributing to applicants, print and review passport books for accuracy and quality.
• Process refund/reimbursement requests.
• Generate a credit card payment from the applicant and distribute completed batches to the Cashier's Office. Verify all completed transactions and run designated reports.
• Assist with Acceptance Agent training: prepare training materials, conduct “meet‑and‑greet,” set‑up training sessions, conduct office tours, etc.
• Assist CSM in maintaining and cataloging electronic records of passport acceptance facilities.
• Contact applicants to request necessary documents.
• Resolve undeliverable mail items by contacting the customer and documenting all actions taken in a SharePoint application.
• Per the guidance of DOS Passport Specialists, generate correspondence to resolve application discrepancies, including Return to Sender (RTS), rewrites and re‑issues, and re‑batch into the system.

• Bachelor's Degree.
• Four years of general office experience, including coding and filing documents in an extensive alphabetical file, posting to individual accounts, opening mail, running mail through metering machines, and calculating and posting charges to departmental accounts.
• Three years of experience utilizing a variety of office software, specifically Microsoft Office.
• Capable of performing tasks while maintaining a high level of accuracy.
• Ability to work in one location and traverse the office on a continuing basis.
• Must maintain constant awareness of all aspects of internal and external security.
• Selected candidates must be able to frequently lift and carry up to 45 lbs. Long hours of standing may be required; candidates will be expected to stand and walk around the worksite for the entirety of their shift.
• Successfully complete the CGI Background Investigation, including 50 State Criminal, Education and Employment checks; a credit and/or driving records check may be required.
• US citizenship and ability to obtain an MRPT clearance is required.

Hourly Rate: $25.79 per hour

• Competitive compensation.
• Comprehensive medical, dental, and vision benefits, basic Life and Accidental Death & Dismemberment insurance, and matching contributions through a 401(k) plan. Employees working on a contract by the Service Contract Act are eligible for $4.93 per hour worked up to 40 hours per week toward health and welfare benefits.
• CGI Share Purchase Plan.
• Profit participation plan.
• Paid accrued vacation leave; accrual levels are determined under wage determination requirements and continuous tenure on the contract.
• Observes the standard eleven federal holidays as defined by the SCA Wage Determination document.
• Under Executive Order 13706, accrue 1 hour of sick leave for every 30 hours worked up to a maximum of 56 hours.
• Six to eight weeks of maternity leave to the birthing parent, with 70% of base pay covered during approved leave.
• Paid parental leave for 20 consecutive days based on circumstances of leave and applicable laws.
• Bereave…